Extracted Points Updated v1

Interaction & Incident Management

Item no Issue\Comment SW/ Wipro Comments Category

3

End user should not be able to close interaction Not in Scop

7 Non Da user information need to be added Have added in HPSM Snags

9Designed per the LLD shaDone and re

10Create different incidents attached to one interaction Functionality already availDone and re

11All the Groups need to be created Groups created as per th Done and re

12Designed per the LLD shaNot in Scop

13

Designed per the LLD shaNot in Scop

14

Designed per the LLD sharNot in Scop

System Configured as per process flow designed by Quntica

process Role need to be assigned as per the matrix provided by DA

Initial classification based on the user level need to confirmed (make sure its disabled)

Configuration items for end user asset to be updated (New SCCM report to be provided)

Notification email when assigning incidents will not be sent to anyone except the service owner it is being assigned to

15

Designed per the LLD shaNot in Scop

16

New data Not in Scop

17

Reopen interaction to be confirmed Process change Not in Scop

19

Assignment to the group is Not NMS R

24Pending for testing Done and re

27Will re-share again Done and re

28 Not in scope Not in Scop

33The landing page is To-do Done and re

34Working as per tool desig Technically

35

Working as per tool desig Technically

36

New Requirement Not in Scop

Multiple affected CI in one incident to be configured

Desktop support service sub category to be added to the service category

Assigning incidents to group or individual (once accepted by the tech it should be assigned to him not to the group)

Re-assign Incident from group to another group to be tested

vendor to provide DA out of box samples of all available reports

Customized report to be developed and tested

The login page should be loaded to the page which I am responsible for (example: incident page) based on role

Requests are sorted ascending not descending, so new tickets will show in page one not last page!Sorting option is not working properly. If I sort based on Incident ID, then it will take me to last page! Instead of sorting them properly in the first page. Example if I have 3 pages and I sort based on Incident ID then it will take me to page 3

The page is not auto refresh. User needs to click on refer every time! New tickets will not show until you refresh the page manually.

38

Giving Drop Down effects Not in Scop

40

Mandatory fields will be mSnags

43

AD string shared with us dNot NMS R

46Already mail sent to SD and aNot NMS Re

47List forwarded to Najib & & tSnags

55Assignment group rename Flight Airport Systems Snags

56Dashboard. Technically

57 Snags

Problem Management

Item no Issue\Comment SW/ Wipro Comments Category

3 Problem resolution structure (template) Done and re

4 Role base views for problem records Done and re

5 Password reset link to be added to the portal Not NMS R

6 License for Knowledge Management Done and re

Category (Complaint, incident, and request for information) is not a drop down menu. It will take you to new page to choose this option then you go back automatically to previous page.

There are some required fields which doesn’t have (*) mark next to it. Example: Closure code.

Link with AD is not appropriate. Example: Omar Alsamman not included in the client list

The HPSM Portal is not accessible from Terminal-1 office & hence HPSM functionality cannot be tested from our office.

Telecom Incident Area and Sub Areas are missing in the system

Rename to Airport Systems

Top ten server utilization/services to be provided in one dashboard with auto refresh

Services, Area and sub area is not according to BSKM list provided to Najib.

BSKM services, area and sub area to be uploaded to HPSM as per the listing

Designed per the LLD shared by DA

has been designed as per the roles defined in LLD shared by DA

Not valid since HPSM is integrated with AD

HPSM is having KM license

7 Needs Clarification

8 Area and Sub Area should be editable Not in Scop

9

15 Done and re

CHANGEIssue\Comment SW/ Wipro Comments Category

Multiple services cannot be selected in case multiple ser Working as per tool desig Technically

Provide change manager and coordinators names Already present in LLD. Done and re

Attaching documents need to be enabled (it was not workOnce the change is raised Not in Scop

Request end time need clarification and to be standard Done and re

Landing page to be based on the role The landing page is Todo qDone and re

in case of an approval rejection the request should be s Already working Done and re

Knowledge BaseIssue\Comment Action SW/Wipo

Visibility of other related records (SD & IM) from PM module should be available.

Needs Clarification

New requirement and not as per LLD

Ability to raise a change record should be enabled on the PM and Change record should be linked to PM.

New requirement and not as per LLD

Not in Scope, Subject To Variation

Visibility for SD to see PM# and IM# for main page. Currently they can only review IM then after clicking on IM they can scroll down to see PM

Already present in related records section.

The clarification of field is:The system prepopulates this field if the change request is created from aninteraction escalation. This is the date the change initiator requests theimplementation of the change. This is a required field if not prepopulated.

Adding pic to txt in knowledge base is not working fine.

Will share

Image will f

We will need to discuss thi Already exis

This changes has to be confi New requir

Waiting for template fromTemplates a

Request Mgmt

Drop down menu for service Catalogue search is not completed. There is still someWipro will r

General CommentsIssue\Comment Action SW/ Wipro

Location: Currently Pulls from AD record of the user for SSuggest to multi levels as New requi

Department List cannot find the stakeholders name New requi

Service Catalog/Request fulfillment: Currently 3 categori This is a s

Adding pic will it re change the image to fit the page or not

CMDB Access rights and Reports Generation needs to be discussed

In Telecom CMDB the Circuit field should be changed from “numbers” to “text” format

Knowledge Management Documents- Not prepared from Radio Services Side

Please include Airport Systems stakeholders name in the department list as provided in data gathering sheet.

a) Modification needed as to add Airport Operation Services in Category listing and map all Flight Information Services under that category

Status Priority DA Comments SW Comments - 17/6/15

Closed 1 End user can close the intera

Closed Done 2 This already done.

Closed 1 need to be verifi DAIT Action - SW/Wipro Can a






Action Date


Closed 1 this is simple co Will be done

Closed 2 Yes and we asked fEnd user can reopen the inte

Closed 2 Assignment to the group is hap

Closed 2 need to be verified by pulling out the configur

Closed 2 done Done

Closed 1 as per scope 10 SM, only out of the box repor

Closed 3 The landing page is To-do que

Closed 2 Technically is feaThis is not possible can be

Closed 2 Technically is feaThis is not possible can be

Closed 1 This is Basic req Will be done as default timin

Closed 1 As part of best practice fill

Closed Done 2 Done

Closed 2 AD string shared with us did

Closed This is resolved

Closed Done This is resolved

Closed Done

Closed 2 HP should find soTechnically Not Feasible for

Closed Done 1 Affected services are not as defined by us in d

Status Priority DA Service Desk Comments SW Comments - 17/6/15

Closed 2 DAIT Action - SW/Wipro Can a



Closed 2

Action Date need to ve

verified by pulling out the configuration to confirm need to ve verified by pulling out the configuration to confirm Its just a link to our DA password self service HPSM is having KM license

Open 2

Closed 2 This is not recommeded as per

Closed 2 As explaned after today's (1

Closed 2 Done

Status Status DA-ICT Feedback

Closed Could Be Done

Closed DONE

Closed DONEadding attachment is working

Closed DONE

Closed DONE

Closed DONE Done

Category Status Priority DA comments SW Comments - 17/6/15

Interaction will open an incident which might be evaluated as problem. So in the general problem page. Where all pending problem is listed. Is it good to have column which related IM and SD. The same apply for all general loading pages. We need a visibility if this interaction has incident related and problem related so it will be easy for us to search. Note that if you open the problem ticket. In the details of the problem ticket, you won’t have details about the interaction. You will only have visibility of the inciden

This is not recommeded as per HP best practice- All this information is inside the IM

or problem or change record.

Change Manager was configured (Amit Kumar). However as per LLD V10.0 CAB Members list, accounts are not configured properly

Request end date and time is mandatory for all change record. Clarification is provided on the excel sheet but it is not clear.

I’ve tested SD and Amit’s login profile. And it is as per role.

Done and reClosed

2 Steps will be shared during

Done and reClosed

2 Image will fit in the KM articl

Not in ScopeClosed 1 If we need to inc Already uploaded radio Cis i

Not in ScopeClosed2 This can configurClosed

Not NMS RClosed2 No templates are required an

Snags Closed 2 Done

Category Status Action Date Priority DA Comment

Not in ScopClosed 2

Not in ScopClosed 1

Not in ScopClosed 1

Description Action DatStatus DA-ICT Feedback

Requires 1 to 2 days works and change in QCould Be Done

DONE DONE

DONE DONEplease see below accounts which is not configured a

DONE DONEDone

DONE DONEDone

DONE DONEDone

DONE DONE

Cannot find in CI List (We can ask WIPRO to show

DONE DONE I did not receive any notification email while creat

stakeholders contact details like Mercator, DNATA, EGIT Coms, etc. are not available on the contact list. Only users available in AD were added. Surprisingly, computer names were also added on the contact list even though it is not supposed to be added on this particular list (please see below screenshot for more information.

DONE DONE

Cannot select multiple CI’s on an incident

SW/WIPRO to provide action date Will Be Done

Done as part of HP Design DONE

same interaction cannot be re-opened once closed. A new interaction will be re-opened.

Already Implemented DONE

Automatic assignment once accepted is not happening still.

DONE. SW/WIPRO to assisit to show configuDONEDone

DONE DONE To be verified

Customized Reports are provided through DONE To be verified


Already Demonstrated to DA-ICT DONEOldest incident is still showing on my group’s to do

Already Demonstrated to DA-ICT DONE Not yet done

Will be done. SW/WIPRO to provide date Will Be Done

To be verified once (process Role need to be assigned as per the matrix provided by DA) is completed.

Not recommended, but could be done. Could Be Done

DONE DONE

When closing an interaction, closure code and soluti

Update is done as per the information pro DONE To be verified

DONE DONE

DONE DONE

DONE DONEStill showing as Flight Airport Systems

Available Through HP OM DONE

DONE

Description Action Status DA-ICT Feedback

DA-ICT to Verify DONE To be verified

DA-ICT to Verify DONE

DA-ICT to Verify DONE

Available DONETo be verified

Services are done as per gathering sheets and workshops. Update done as snag. DA-ICT to be specific on any missing information.

Service Desk does not have visibility on problem management module. Even read only rights is not available.Self-service link (https://selfservice.dubaiairports.ae/) is not yet incorporated to ESS.

DONE

Not Recommended Could Be Done

DONE DONE

DONE

Description Status DA-ICT Feedback

Available and can be demonstrated by SW/WIPRO.

only IM record is available on the Problem Management module. IM and SD details are also not available on the general view.

Linking of Problem Management to Change Management is not available. However, opening a change will be available once the know error phase is changed to Know Error Solution and AcceptanceIt is still not available on the Interaction record.

Checked and verified by DA-ICT DONE

Checked and verified by DA-ICT DONE

DONE DONE

Can be done but needs all existi


Done DONE

SW Comments - 17/6/15 Descriptio Status

Will Be Done

will be done Will Be Done

Will Be Done

cannot be verified now. We need the steps to be able to verify if the issue is resolved or not

cannot be verified now. We need the steps to be able to verify if the issue is resolved or not

Will Be Done

Only 3 items were available in the search category

will be done , free text will be provided.

Duplicate comment to request tab.

CategorySign-off

Done & Mutually agreed


please see below accounts which is not configured aWIPDone & Mutually agreed




Cannot find in CI List (We can ask WIPRO to show

I did not receive any notification email while creat

Done & DA need to re-test

Final DCA comments 30-July-2015

Final Status-30/7/15

Done; End user do not have rights to close interaction

Done; As discussed SD agent has been rights to add a contact record for Non DA users

Done; request to retest & share the feedback

Done; CI shared has been loded in the system, requiest DA to test & share the feedback

Have loaded the Cis in Device table although DA requested request automatic CI assigned to the user sould come;

Done; Notifcations were being stopped as requested from DA after the UAT

Cannot select multiple CI’s on an incident



same interaction cannot be re-opened once closed. A new interaction will be re-opened.

Automatic assignment once accepted is not happening still.


WIP WIP with HP

Oldest incident is still showing on my group’s to do

Done; request DA to retest & share the feedback

Done; request DA to retest & share the feedback

Although the requiremnet is feasible, but require considerable amount of time in order to implement since it is a process change

Although the requiremnet is feasible, but require considerable amount of time in order to implement since it is a process change

Done today of auto assigining once the status is accepted,Request DA to re-test

Done & Shared with Maitha

To be verified once (process Role need to be assigned as per the matrix provided by DA) is completed.

For 34 & 35 -- Tool Limitation, Tool is working as per designed HP has shared an enhacne request for the same, will shsare the HP Enchancement request details over mail with OMAR

Product Limitation, Mail from HP has been shared

Done; Auto-Referesh has been configured, request DA to retest & share the feedback

Done today of auto - refresh functionality is only available on Windows client which DA can test;On web HP tool has limitation , HP QCR document can be shared


When closing an interaction, closure code and soluti


Still showing as Flight Airport Systems Done; request DA toDone & Mutually agreed


Done;Category drop down has been provided, request DA to retest & share the feedback

Done; closure code has been made manadatory, request DA to retest & share the feedback

DoneRequest DA to re-test

AD integration is working fine, since other users are present

Not NMS relevant comment

OM comment in HPSM section

Done, Have provided the SD agent Read Only rights; Request DA to re-test

Done; Link has been incorportaed in ESS portal post login, request DA to retest & share the feedback



Not Feasible






Done;request DA to retest & share the feedback

As explaned earlier ;after today's (17/6/15) session to Omar, How a change is related to a problem record (through KE known error route) is demonstrated

Done, Have provided the SD agent Read Only rights; Request DA to re-test

Will share the document with detailed steps Will share the document

Will share the document with detailed steps Will share the document

DoneDone & Mutually agreed


